Overview
Customers don't need to worry about losing their loyalty progress. If they lose their phone, switch devices, or accidentally delete their card, they can restore it by scanning the QR code and verifying their identity with a confirmation code. The restored card retains all existing stamps, points, balances, and transaction history.
The customer restoration flow
Step 1: Open the card installation form
The customer opens your card installation link or scans the QR code, just as they did when they first installed the card.
Step 2: Fill in their details
The customer enters the same information they used when they originally installed the card:
First Name
Last Name
Contact Number
Email
Step 3: Verify their identity
The customer taps Install in Apple Wallet (or the appropriate installation button for their device).
The system recognizes that a card already exists for this phone number and displays the Continue with Card Issue button.
The customer taps Continue with Card Issue. A Confirmation Code field appears.
The customer enters the confirmation code sent to their phone number, then taps Continue with Card Issue again.
Note: The confirmation code is only required when restoring a card that was previously in "Installed" status. Cards with "Deleted" or "Not Installed" status do not require a code.
Step 4: Add the restored card
The card is recovered with all existing progress — stamps, points, balances, and transaction history. The customer taps Add to save it to their device.
FAQs
Will the customer keep their stamps and points after restoring?
Yes. The restored card retains all existing stamps, points, balances, rewards, and transaction history. Nothing is lost.
Why didn't the customer receive a confirmation code?
The confirmation code is sent via SMS or email. Make sure you have SMS or email senders connected in your account settings. If no senders are connected, the confirmation code step will be skipped.
Does this work on both iPhone and Android?
Yes. The restoration flow works the same way regardless of device. The customer scans the QR code, enters their details, verifies with a confirmation code, and the card is restored.
A customer changed their phone number — can they still restore their card?
No, the system identifies customers by their phone number. If a customer has changed their number, you'll need to update their phone number in their customer profile first, then have them restore the card using the new number.